ZAGGfolio iPad 2 Case + Keyboard Has Issues, ZAGG Providing Replacement Cases

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A few weeks back I did a post here mentioning the new ZAGGfolio iPad 2 case with integrated removable keyboard. The case + keyboard combo looked good to me and I ended up ordering one.

I’ve recently had my ZAGGfolio delivered – but I won’t be getting any use out of the case for a while, as ZAGG have announced that there is a defect in the design, as described by James Rogers in his updated review over at iSource.com:

This review has been updated as of July 29, 2011 to reflect a defect in the design of the ZAGGfolio that came to light two days after its publication. The defect kept the clasp from holding the ZAGGfolio closed unless the iPad 2 inside had an InvisibleShield or similar skin installed on the screen.

It’s not a huge, terrible issue – but it is one that had many users complaining and ZAGG has (admirably) acknowledged the issue quite quickly and informed customers that they will be shipping out replacement cases in a few weeks.

I think it’s impressive the way ZAGG has reacted to this issue. Here’s one of the key points in their email to customers that shows their customer-first approach:

Overall, we expect that your ZAGGfolio experience will be positive.
However, we want your experience to be perfect. We believe the best
way to achieve this is to send you an updated folio with a redesigned
clasp, free of charge. You can expect to receive your updated
ZAGGfolio in approximately 4-6 weeks

One of the first features I noticed that helped get me interested in the ZAGGfolio is that its keyboard is removable. There are no issues with the keyboard, so I’ll be giving it a bit of trial run in coming days and will share thoughts when I’ve spent some good time with it.

Here’s the full text of ZAGG’s email to purchasers of the ZAGGfolio:

Hello ZAGGfolio Customer,

Thank you for your recent purchase of the ZAGGfolio. We expect that
this will be an excellent companion to your iPad 2. The reviews are
already starting to come in and they are overwhelmingly positive.

After further testing, we have found some of the ZAGGfolio’s are
exhibiting an unanticipated behavior with the clasp. In designing the
ZAGGfolio, we chose to eliminate any straps, snaps, Velcro, rubber
bands, or any other unsightly closing mechanisms. Instead, we chose
to use a very sleek and precise clasp.

This clasp performed well in our testing, and the iPad 2 units used
in testing were protected with an invisibleSHIELD. Based on customer
feedback and further testing on iPad 2 units without an
invisibleSHIELD, the clasp is not staying closed. This is
unacceptable, and we apologize for any inconvenience this behavior
may be causing you.

Additionally, if this clasp issue is also causing trouble with the
auto on/off function of your iPad 2, we recommend you disable that
feature. On your iPad 2, please select Settings – General – iPad
Cover Lock / Unlock – OFF.  When you receive your new ZAGGfolio
please re-enable this feature.

Overall, we expect that your ZAGGfolio experience will be positive.
However, we want your experience to be perfect. We believe the best
way to achieve this is to send you an updated folio with a redesigned
clasp, free of charge. You can expect to receive your updated
ZAGGfolio in approximately 4-6 weeks. In the meantime, please
continue to enjoy your ZAGGfolio and all the protection and
productivity it provides. There is no need for you to contact us as
your new ZAGGfolio will automatically arrive in the specified time
frame listed above.

Please note that your new ZAGGfolio will not come with a keyboard or
USB charging cable, so please do not dispose of those items. You can
simply slip your existing keyboard into your new ZAGGfolio case when
it arrives. Additionally, please let us know if your shipping address
needs to be updated. You may do so by emailing us at
questions@zagg.com or calling us at 1-800-700-ZAGG (9244).

Patrick Jordan

Founder and Editor in Chief of iPad Insight. Husband, father to a lovely daughter, Commander of the Armies of the North, dog lover (especially Labs), Austinite, former Londoner, IT consultant, huge sports nut, iPad and mobile tech blogger, mobile apps junkie.

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4 thoughts on “ZAGGfolio iPad 2 Case + Keyboard Has Issues, ZAGG Providing Replacement Cases

  1. Impressive is my first response to the ZaggFolio. My second response is that they could have supplied an app to program the keyboard. Double-tapping the Home key is cool, but accessing the apps on the Dock can be much simpler if applied to a keyboard combination, i.e., cmd-1 thru cmd-n (landscape vs portrait). That is, far as Apple’s iDevices are concerned, the cmd/option/alt/ctrl keys and combinations are useless … well, except cmd-u (up), cmd-d (down), cmd-b (back), and cmd-f (forward) for cursor movement, but with the arrow keys why use those combos?

    Some app-programing-savy please write an app to macro this product.

  2. Pingback: ZAGGfolio Replacement Cases Now Shipping — iPad Insight

  3. I need address to return keyboard….ive got letters popping off. Where can i send it?

  4. We purchased the ZAGG FOLIO yesterday and the keyboard connects to the apple ipad 4th generation and everything looks good until you hit the f key which double strikes fg and the g key which double strikes gh and h key which double strikes hj ad the k key which is something possessed and d key does not work at all….so much for pairing. If this is pairing then this marriage is not going to work…thumbs down on the zagg folio keyboard and the first case the keyboard went in and side plastic broke off…I do not like this product…two down maybe Monday we can find one that actually went through quality contrl….oops it must be a zagg keyboard I’m typing on..

    Very unhappy